Hilton Worldwide

Global hotel operator of branded properties

Floor Supervisor

Cleaning & Custodial ServicesConfirmed live in the last 24 hours

Full-timeBangkok, ThailandNo salary listedIn-person

About the Job

Requirements

At least 2 years of experience in a housekeeping leading role.
At least 2 years of management or supervisory experience.

Responsibilities

Provide guests with attentive service, follow up promptly on their needs, and handle complaints and compliments with guidance from Housekeeping.
Ensure staff maintain guest and hotel property safety, including fire, theft, and maintenance safety.
Follow up on guestroom laundry before noon.
Train team members, handle grievances, hold meetings, solve problems, and ensure team member safety.
Promote motivation, cooperation, positive working relationships, courtesy, and recreation among team members.
Maintain team member discipline, analyze team member performance, and ensure compliance with hotel policies, rules, and regulations.
Promote and improve room attendant service and abilities.
Ensure Housekeeper and management policies, instructions, standards, and team discipline are followed promptly.
Coordinate with Housekeeping and other departments to maintain communication between guests, staff, the office, and management.
Conduct inventories and ensure sufficient supplies on floors, including minibar items, linen, and silverware, china, and glassware.
Prepare reports and follow up on floor movement information, including slept-out rooms, rooms with no luggage, room attendant reports, inspection checklists, consumption reports, minibar stock, lost and found items, loan items, and crash programs.
Provide feedback and information to Housekeepers.
Coordinate and relay information between the office, guestrooms, and other departments.
Maintain punctuality, cooperation, teamwork, shift briefings, and team member appearance and courtesy.
Maintain guest supplies, linen, minibar supplies, steam irons, and other floor supplies.
Maintain cleanliness, maintenance, and upkeep of public areas, pantries, guestrooms, and assigned floors.
Maintain floor security, including ensuring pantry doors are locked, and ensure proper use of master keys.
Read and follow up on logbook incidents, shift reports, and office instructions.
Delegate work to room attendants and follow up and provide feedback across shifts.
Track and communicate occupancy status, loss or damage, lost and found items, slept-out rooms, low- or no-luggage rooms, do-not-disturb rooms, sick guests, VIPs, long-stay guests, guest inquiries, complaints, compliments, suspicious persons or behavior, maintenance repairs, crash programs, and day and night turndown service.
Ensure VIP and suite rooms are prepared and checked before check-in.
Follow up on check-in slips and tea service, and monitor improvements in room attendant service.
Assist Housekeepers in observing and analyzing team member performance and making improvements.
Maintain inventories of guest supplies, operating equipment, and linen.
Coordinate staff rosters and off-day coverage with Housekeepers, including annual leave requests.
Ensure the pantry is clean before going off duty.
Communicate, guide, and provide feedback in a timely manner.
Set a positive example for staff.
For the morning shift, sign in at 8:00 a.m. in uniform, check floor assignments, sign for section master keys, distribute floor keys to room attendants, attend Housekeeping briefings, review the logbook, and proceed to assigned floors.
For the morning shift, inspect room attendant grooming and work sheets, brief staff, check newspaper delivery to occupied rooms, inspect linen stores, pantries, cabinets, maid trolleys, cleaning equipment, corridors, lift landings, and service stations, and prepare linen requisitions.
For the morning shift, inspect rooms, prepare room status reports for the Housekeeping Office, prepare expected VIP rooms, collect weekly guestroom supplies, release vacant dirty rooms promptly, and spot-check occupied VIP, suite, long-stay, and room-attendant-serviced rooms.
For the morning shift, collect master keys and work sheets, confirm rooms have been cleaned, review assigned areas before handover to the afternoon supervisor, and sign out at 4:45 p.m. in uniform at Housekeeping.
For the afternoon shift, sign in at 2:00 p.m. in uniform, check floor assignments and room attendant work sheets, assign room attendants to floors and rooms, attend Housekeeping briefings, and take over from the morning supervisor.
Relieve the coordinator during meal breaks when the Housekeeping Secretary is off duty.
For the afternoon shift, inspect public areas, staircases, corridors, pantries, and storerooms; schedule room attendant dinner breaks and patrol floors to ensure guestroom safety.
Check late check-out rooms, inform the Housekeeping Office, and ensure check-out rooms are serviced promptly.
Supervise turndown service, spot-check at least two serviced rooms per room attendant, ensure used bathrooms are cleaned again, and ensure towels and supplies are replaced.
Prepare and send the room status report to the Housekeeping Office at 11:00 p.m.
Before ending the afternoon shift, patrol public areas, pantries, linen chutes, and storerooms; ensure they are tidy and doors locked; collect room attendant master keys and work sheets; and ensure lost and found items are turned in.
Review assigned areas before handover to the overnight shift, then sign out at 11:30 p.m. in uniform and turn in keys, work sheets, and lost and found items.

To provide a comfortable stay to all guests – Personal touch
1. Needs of guests are met and followed up without delay – serving guest with pleasant smile and make them “feel at home away home”.
2. Ensures staff maintains guests and Hotel’s properties with sense of SAFETY, e.g. against fire, theft, maintenance safety, etc.
3. Handles guest’s complaints and compliments with necessary guidance from Housekeeping.
4. Prompt follow up on any laundry in guestroom before noon.
Welfare of team member
1. Provides proper training, handles grievances, holds meeting, problems solving, and ensures safety of team member.
2. Motivation, co-operation, human relationship, courteous, recreation.
3. Maintains and follow up on team member discipline, analyst team member performance, hotel’s policy, rules and regulations and creates positive thinking on team member.
4. Upgrades and promotes R.A. service and abilities.
To receive, act, ensure and maintain Housekeeper’s / Management’s policy, instructions, standards set and discipline on team member are followed up promptly.
To liaise, co-ordinate and obtain guidance from Housekeeping to ensure proper communication between staff, office and other departments. “ACT AS A COMMUNICATION LINK” BETWEEN GUESTS, STAFF & MANAGEMENT.
To conduct inventory and ensure sufficient supplies on floors.
To do necessary inventories, e.g. mini bar, linen, and silver/china/glassware.
To prepare necessary reports and follow up on in formation of floor movement, e.g.
1. Slept out, no luggage
2. Protects Hotel’s properties from being damaged, stolen or missing
3. Checks on RA report, inspection checklist
4. Checks on consumption report and mini bar stock
5. L&F, loan items, etc.
6. Crash programs
To be informative – feedback information to Housekeepers.

Min. 2 years experiences in HK leading role.
2 Yearsof management or supervisory experience

DUTIES OF FLOOR SUPERVISOR

To liaise, co-ordinate and feedback information to/from office, guestrooms & other department.
To maintain:
1. Punctuality on floor, co-operation & teamwork, briefing of happenings, etc.
2. Neat appearance and courtesy of team member.
3. Supplies e.g. guest supplies, linen, mini bar, steam iron etc.
4. Responses and feedback necessary information to co-ordinate.
5. Standard of cleanliness, maintenance and upkeep on all public areas, pantry, guestrooms, systematically on your floor daily.
6. Security on floor, e.g. pantry doors locked.
To ensure proper usage of master key at all times.
To read and follow up on incidents in log books, reports of both shift, any instructions from office.
To delegate jobs to RA and follow up and feedback on both shifts.
To ensure prompt follow up and feedback on both shifts.
1. Occupancy status on your floor.
2. Loss and damage, Lost & Found items, slept out, light or no luggage, DND/Dl, sick guest, VIP, long staying guests, guest inquiry, complaints, compliments.
3. Report on strangers, strange guest behaviors request.
4. Any maintenance repairs to be done as soon as possible updates maintenance record.
5. Crash programs, delegation and update record.
6. Day and night turn down services are given efficiently according to shifts.
To ensure all VIP and suites room are set up and checked before check in.
To follow up on check in slips, tea service, and observed upgrade RA service.
To assist Housekeepers to observe, analyze and make improvements on staff performance.
To maintain inventories on guest supplies, operating equipment and linen.
To handle & follow up with Housekeepers on staff roster in charge of off day. e.g. annual leave request, etc.
To ensure pantry is clean before going off duty.
To work closely with timely communication, guidance & feedback.
To perform any necessity to set a GOOD EXAMPLE TO STAFF.
GENERAL ROUTINE WORK FOR A.M. SHIFT FLOOR SUPERVISOR
The following serves as a guideline for all A.M. shift Floor Supervisors of what they are expected to do during working hours.
To sign in at 8:00am in uniform and check your floor assignments sheets.
To sign your section master keys and distribute floor master key to R.A.
To attend Housekeeping morning briefing, your Housekeeper will tell you if there is anything special.
To go over the Housekeeping log Book to check if there is anything needed to be followed up.
To proceed to your responsible floors.
To check the grooming of the Room Attendants and their work sheets. Brief them if anything special for the day.
To check if all occupied rooms have received newspapers that should have been distributed by early morning by Bell Attendants
To inspect the cleanliness of linen store, pantry and cabinet, make linen requisition for today.
To inspect all maid trolleys and cleaning equipment.
To inspect the cleanliness of guest corridor, lift landings and service station.
To check every room carefully and make your room status report.
To send the room status report to the Housekeeping Office and attend the morning briefing around 10:00am.
To collect the VIP set up if any and prepare the expected VIP rooms.
To collect the guestroom supplies for the week for your responsible floors.
To inspect and release vacant dirty rooms as soon as possible.
To check all occupied VIP, suites and long staying rooms, and need spot check the occupied room, which have been done by R.A.
To pay special attention to VIP rooms and suites.
To collect floor master keys and work sheets from Room Attendants and make sure all the rooms have been cleaned.
To go over your responsible area again before hand over the P.M. Supervisor.
To hand over to P.M. Supervisor. Sign out at 4:45pm in uniform in Housekeeping.
GENREAL ROUTINE WORK FOR P.M. SHIFT FLOOR SUPERVISOR
The following serves as a guideline for all P.M. Supervisors of what they are expected to do during working hours.
To sign in at 2:00pm in uniform and check your floor assignment and the Room Attendant assignment sheets.
To assign the Room Attendants to each floor and rooms they need to clean.
To attend the Housekeeping briefing, your Housekeeper will tell you if there is anything special for the evening.
To proceed to your responsible floors and check the grooming of the Room Attendants.
To take over from the A.M. shift supervisor and check if there is anything special for the evening.
To relief coordinator’s duties during meal break if Housekeeping Secretary is off.
To inspect the cleanliness of the public areas, staircase, corridor, pantry & storerooms.
To schedule the dinnertime for your Room Attendants; patrol the floor during their dinnertime. Assure the safety of the guestrooms.
To check the late check out rooms and inform Housekeeping office. Don’t forget to make up the check-out rooms as soon as possible.
To supervise turn down service. Spot-check at least TWO rooms per R.A. which have been serviced. Make sure all bathrooms must be completely cleaned again if used. The towels and supplies are replaced
To make your Room Status Report and send to it Housekeeping office at 11:00pm.
To patrol the public area, pantry, linen chute and storeroom to make sure they have been tidied up and all the doors are locked before going off duty.
To collect Room Attendant’s master keys and work sheets.
To make sure that all Lost & Found items are turned in from Room Attendants.
To go over your responsible area again before hand over to overnight shift.
To sign out at 11:30pm in uniform; turn in all keys, work sheets and all Lost & Found items.

About the Company

Hilton Worldwide

Global hotel operator of branded properties

Hilton Worldwide Holdings operates a global portfolio of hotels and resorts across multiple brands to serve business travelers, vacationers, and long-stay guests. It owns, leases, manages, and franchises properties, earning revenue from rooms, food and beverage, events, and franchise and management fees. Its brands range from luxury Waldorf Astoria to full-service Hilton Hotels & Resorts and extended-stay options like Homewood Suites, targeting different customer needs. Its goal is to grow as a major global hospitality company by expanding its loyalty program and delivering consistent guest experiences to maximize occupancy and revenue.

Company size: 10,001+
Company stage: IPO
Headquarters: McLean, VA
Founded: 1919

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